Manager of Customer Account Management, Lattice
SMB
$123.5-154.3k
Plus incentive stock options & variable compensation of $52,950 - $66,150 subject to personal performance, company performance, and the terms of Lattice’s applicable plans
Employee success platform
Be an early applicant
Employee success platform
501-1000 employees
Be an early applicant
$123.5-154.3k
Plus incentive stock options & variable compensation of $52,950 - $66,150 subject to personal performance, company performance, and the terms of Lattice’s applicable plans
501-1000 employees
Company mission
To build cultures where employees and their companies thrive.
Role
Who you are
- Proven experience in customer success, account management, or sales leadership
- Demonstrated success in leading and developing high-performing customer-facing teams
- Strong strategic thinking and problem-solving abilities, with a focus on data-driven decision-making
- Excellent communication, negotiation, and stakeholder management skills
- Ability to thrive in a fast-paced, high-growth environment and drive scalable processes
- 5+ years of experience working in Account Management, Renewals Management, and/or Sales
- 3+ years of people management experience in Account Management, Renewals Management, and/or Sales
What the job involves
- As a Manager of Customer Account Managers, you will lead and empower a team responsible for driving customer satisfaction, retention, and growth
- You’ll develop strategies to enhance customer relationships, ensure platform adoption, and maximize revenue opportunities while fostering a culture of collaboration and continuous improvement
- Your leadership will be instrumental in scaling our customer engagement efforts and maintaining our reputation for exceptional customer partnership
- Hire, coach, and mentor a team of Customer Account Managers (CAMs) to achieve and exceed performance goals
- Provide ongoing training, development, and feedback to enhance skills in relationship management, strategic planning, and revenue growth
- Establish clear expectations, key performance indicators (KPIs), and accountability measures to drive success
- Develop and implement strategies to optimize customer satisfaction, retention, and expansion within our customer base
- Ensure the team proactively identifies and mitigates churn risks while fostering long-term customer partnerships
- Oversee and support account planning efforts to align with customer objectives and business goals
- Collaborate cross-functionally with Sales, Customer Care, and Product teams to improve processes and enhance the customer experience
- Monitor team performance using data-driven insights, ensuring alignment with company objectives
- Drive efficiency in CRM usage, forecasting, and reporting to support decision-making and resource allocation
- Act as an escalation point for high-priority customer issues, ensuring swift resolution and satisfaction
- Gather and synthesize customer feedback to influence product development and customer engagement strategies
- Stay informed on industry trends and competitive insights to refine customer account management best practices
Our take
Modern HR departments face many challenges, such as maintaining employee engagement, often across a distributed workforce. Lattice’s people success platform solves this problem.
Lattice enables companies to launch effective performance review cycles, implement OKRs and facilitate manager meetings, all of which are proven to drive engagement and productivity. Lattice’s solutions are now trusted by over 5,000 business leaders, including executives at Reddit, Slack and Cruise. And the company is now valued at over $3B, which is testament to industry confidence in its product.
Recently, the company has launched a London office, which will accelerate its international expansion, aided by some serious funding. Scaling in this way will be an instrumental part of their future success, allowing the company to compete with rival HR software providers, and become central to carving out the new world of work.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
109% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Jan 2022
$175m
SERIES F
Mar 2021
$60m
SERIES E
Total funding: $329.4m
Company HQ
Rincon Hill, San Francisco, CA
Leadership
Sarah Franklin
(CEO)Prior to joining Lattice in 2024, Sarah spent 16 years at Salesforce, while there she held various roles, including President & CMO. She also worked at Amazon Web Services as the Head of Database Product Marketing.
Gabe Cortes
(CFO)Prior to joining lattice in 2023, Gabe served as the CFO of Included Health for 6 years. He also spent 3 years at Workday as VP of Finance and Senior VP of Global Field Operations.
Cheryl Sanclemente
(CMCO)Cheryl joined Lattice in 2024 as a Chief Communications Officer, moving into the role of Chief Marketing and Communications Officer in 2025. Previously, she spent 8 years at Salesforce, holding various roles while there, including Senior Director of Corproate PR and VP of Public Relations.
Amy Christensen
(CRO)Prior to joining Lattice in 2025, Amy was GM of americas/Head of Revenue at Asana. She also spent nearly 10 years at LinkedIn, holding various roles including Senior Director of LinkedIn Talent Solutions.
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